Chris Maclean: Storm in a coffee cup

One of our distinguished local licenseesstormed out of the bar last night. His parting shot was to call me a "f***ing pompous tosser". He was clearly not happy.

He left with three other people including another prominent local licensee. They had left their drinks. They probably won't be coming back.

So what happened to make them so angry?

It seemed that they had been playing golf all day and, as is customary on such days, they visited us as one of their final calls. But one of them asked for coffee. The bar person serving said that, because the restaurant was busy, she'd be unable to make coffee. It was this that fuelled the complaint.

As far as I know I have never suggested that we stop serving coffee at busy times. Although I do confess that when we are particularly busy I might indicate there will be quite a wait for it ~ which usually prompts them to order something else. But asking for coffee is not, as far as I am concerned, an unreasonable request. Sometimes awkward, irritating and difficult ~ but never unreasonable.

So when I had finished serving wine in the restaurant and walked back to the bar I was confronted by this irate licensee swearing and shouting at me. It was most unsettling.

To be honest I was dumbfounded. I knew their group had been declined a coffee, and maybe I should have overruled that decision. But I am keen to encourage staff to be free-thinking and individual. I couldn't compromise the staff like that by overruling them and, besides, I honestly thought the group was content with the decision. I wasn't expecting a reaction.

But my real anxiety is founded on me being "pompous". I can understand it when my children accuse me of it ~ but I'm surprised when an adult does it. What concerns me most ~ and it may be a consequence of our growing success in the restaurant as well as in the bar and hotel ~ is that there might be a creeping arrogance developing here that can dismiss customers' minor issues and concerns as too trivial for consideration. Increasingly I catch myself on the edge of dismissing something when, in truth, it is my job and my livelihood. I should be concerned. I have to be concerned.

What if, as the business develops and the confidence grows, I do start to be complacent? What is the possibility that my staff develop that too?

Tonight is our curry night. A chance for the staff and myself to sit down after service around a curry feast and discuss the issues of the day.

The cornerstone of the hospitality industry is that we must be hospitable. To welcome and accommodate our customers.

If we don't then maybe customers have a right to shout at us.